Customer Support Agent for a 8 Figure Shopify Brand

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: TYPE OF WORK

Full Time

: SALARY

$4.5/h

: HOURS PER WEEK

56

: DATE UPDATED

Jul 16, 2026

JOB OVERVIEW

Our brand is looking for a Customer Support Agent to join our fast-growing e-commerce team! As part of our support department, you’ll be the voice of the customer within the company — ensuring every shopper feels safe, heard, and cared for.

Your mission is simple but critical: fast responses, empathetic communication, and proactive problem-solving that keeps customers happy and prevents disputes or chargebacks.

If you’re someone who thrives in fast-paced environments, loves helping people, and can stay calm under pressure while handling multiple tasks, we’d love to meet you.

WHO ARE WE?
We are dedicated to building a brand that customers trust and love. Since our launch, we’ve scaled rapidly by focusing on high-quality products, an excellent customer experience, and a culture of speed and ownership. Our customers are at the center of everything we do — and our support team is the heart of that mission.

WHAT IS OUR CULTURE AND WHO IS A GOOD FIT?
Culture-fit is our #1 hiring factor. We are a small, fast, and ambitious team. No task is too small if it helps our customers and our growth. We live by the following 4 core values: "work smart", "overdeliver", "speed is king", and "better every day". We love learning - every problem is an opportunity to grow. If you want a stress-free corporate 9-5 job, this isn't it. If you want to challenge yourself and shape a fast-growing company, work directly with the founders- and play a huge role in scaling it to 20M+ a year. Drive results with a group of passionate, smart & hardworking fun people. Work in an environment without politics, or corporate chicanery. Play a big part in our growth by being hands-on, active, and doing what is necessary, with an excellent bonus plan based on performance, then you have come to the right place.

KEY OBJECTIVES:
- Respond to all customer inquiries within 6–24 hours (faster for first replies).
- Use empathy and tone-mirroring to de-escalate upset customers.
- Prevent disputes and chargebacks by proactively offering solutions.
- Follow SOPs for order checks, supplier follow-ups, refunds, and replacements.
- Manage reviews: encourage positive ones, resolve negative ones.
- Moderate >Facebook comments and redirect customers to the official product pages.
- Keep communication loops closed: the last message should always be ours.

REQUIREMENTS
- Fully remote.
- Fluent in written and spoken English.
- Previous customer support experience in e-commerce (2+ years)
- Excellent written communication skills (clear, empathetic, friendly).
- Strong problem-solving mindset: can think fast and resolve issues calmly.
- Comfortable with tools like Shopify, Gmail, ticketing softwares, Slack.
- Flexible availability — can handle weekend and evening work
- Obsessed with speed: you reply before the customer even starts worrying.

ACCOUNTABILITIES
- Handle email tickets, social comments, PayPal disputes, and reviews daily.
- Ensure suppliers/warehouses reply within 24 hours on customer issues.
- Spot and confirm fraudulent or incorrect orders before shipping.
- Attention to details, make sure to start your application with the word Green, or you will not receive a reply
- Close every ticket properly and follow up with the customer if needed.
- Document all customer insights and recurring issues for the team.
- Communicate clearly with the team at shift start and end.

SALARY EXPECTATION
Competitive base salary (USD $3 to 4.5$ per hour, depending on experience) + performance-based bonuses tied to customer satisfaction and dispute rate.

BONUS
If the CSAT is over 4.2, FST time is below 2 hours, and Resolution time is below 3 days you will get $100 each month.

SCREENING QUESTIONS TO APPLY
(If not, we will not consider your application)

1. What attracted you to this role?
2. Do you have prior experience in e-commerce support? How long? Any brands you worked with that we may know?
3. How do you typically calm down an angry or emotional customer?
4. What was your CSAT, FRT and Resolution time?
5. Are you comfortable working evenings/weekends? 7 days a week?
6. What is your expected monthly rate for a full-time remote role?

SKILL REQUIREMENT

Customer Support Customer Support English Speaking

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Customer Support Agent for a 8 Figure Shopify Brand

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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